Chatting with your customers on Twitter

Now you can chat from Slack with your leads and customers not only when they are on your site, your mobile app or your Facebook page but also when they are on your company’s Twitter account!

Here is how it works:

When a lead/customer starts a conversation via your company’s Twitter Direct Message box or through Tweets, a channel is created on your Slack with all his/her basic info, including website, bio, followers, number of tweets and name.

When answering to a Tweet from Slack, your answer will be posted back live on Twitter as a Tweet.

When answering to a Direct Message from Twitter through Slack, your answer will be posted back live on Twitter as a Direct Message.

On the lead/customer end, the messages will look the same than if they were directly posted from Twitter.

You can reply live from Slack, but the amazing thing we implemented at Slaask is the fact that you can also ‘like’ and ‘retweet’ directly from Slack!

A few recommendations:

When chatting with your leads and customers while they are on your company’s Twitter account, if you delete or edit a message you have already sent from Slack, the message won’t be deleted/edited on Twitter. Thus, we recommend you to connect to your company’s Twitter account to make some edits that might include deletions.

We recommend you to adopt specific answering behaviors while answering in Twitter via Slack. For example,

Do not post multiple messages in a row.

Avoid using more than 140 characters while answering.

When you see “Thanks for the follow,” you should know that these types of messages are usually sent automatically to everyone who has followed the person, so there is no need to reply.

Here are more details:

On your end, if multiple team members chat in a conversation, there will be no distinction between the personal identities of the team members on the Twitter end: they will be seen as one single entity.

As usual, if you add “@your-teammate-username” at the very beginning of your message, the message will be sent as an internal message and will not be shown on Twitter.

The commands “!info”, “!name”, “!email”, “!close” will work.

Even when your team is offline or your Slaask is in delayed chat mode, if a lead sends you a message on Twitter via tweet or Direct Message, a channel will still be created in your Slack, and your team member can answer it when he/she comes back online.

Your team member’s first response time for messages sent on Twitter won’t be counted in the “Insights” page.